Holland America Line sees signs of more informed purchasing with Copilot Studio agent | Microsoft Customer Stories
Organizations across industries are finding new ways to use AI to enhance operations and elevate customer experiences. This customer story showcases how Holland America Line used Microsoft Copilot Studio to build an intelligent agent that helps travelers make better, more informed purchasing decisions. Read the story to see how AI can bring greater efficiency and personalization to your customer experiences, and contact K Systems Solutions to discuss how to create similar value for your business.
What is Anna and how does it work?
Anna is a virtual agent developed by Holland America Line using Microsoft Copilot Studio. It acts as a digital concierge on the company's website, providing personalized support to new and existing customers as well as travel advisors. Anna handles thousands of conversations weekly and is designed to assist with booking new cruises, adding services to existing bookings, and answering a wide range of general questions.
How does Anna improve customer support?
Anna improves customer support by providing 24/7 availability and addressing a diverse array of customer inquiries with natural language, similar to a live agent. This has led to a strong resolution rate and is expected to reduce the number of basic informational queries directed to contact center agents, ultimately streamlining the customer journey.
What are the future plans for Anna?
Holland America Line plans to expand Anna's capabilities by integrating additional features such as booking excursions, spa services, and drink packages. The agent will also be introduced in markets outside the United States, including Australia, Canada, and the United Kingdom, with market-specific information to enhance the customer experience throughout their journey.
Holland America Line sees signs of more informed purchasing with Copilot Studio agent | Microsoft Customer Stories
published by K Systems Solutions
SOFTWARE AND HARDWARE FOR RUNNING YOUR OFFICE.
We are ready to make your office run better. KSS has partnered with leading manufacturers and distributors to provide our customers with the highest quality software and hardware products delivered to you when you need it at prices that out-maneuvers the competition.
SOFTWARE AND HARDWARE PRODUCTS:
-
IBM
-
Microsoft
-
Amazon
-
Jabra
-
Adobe
-
Google
EFFICIENCY FOR YOUR SYSTEMS.
KSS offers top-to-bottom systems engineering and have done so for some of the biggest and best companies in tech, so our expert advice really is that: advice from experts. We provide solutions for small, medium, or large-scale systems migration, integration, and implementation projects. With resources and the most up-to-date information in tech, this huge project in front of you is in good hands. Relax and watch us get it done.
Sign in with LinkedIn